Escalation Manager

Job Summary

As a strategic Escalation Manager, the full-time role will guide high-stakes enterprise account crises to resolution, serving as the primary point of contact while collaborating across Go-To-Market and technical teams to optimize customer experiences.

Key responsibilities

• Orchestrate the Escalation Lifecycle by driving cross-functional alignment and resolution strategies for critical account crises
• Bridge the gap between Go-To-Market and technical teams, ensuring effective communication and data translation
• Decisively mobilize resources to address complex situations and manage senior stakeholders through tense customer scenarios

Required qualifications

• 5+ years of relevant experience in Technical Account Management, Enterprise Support Leadership, or Incident Management within a B2B SaaS environment
• Technical literacy to discuss platform reliability and system architecture with stakeholders
• Exceptional communication skills to translate technical challenges for non-technical audiences
• Demonstrated ability to influence cross-functional teams without formal authority
• Strong crisis management skills and emotional intelligence to de-escalate tense situations effectively